Enabling the SMS Channel for an Agent

To enable an agent to handle the SMS channel from the Agent Desktop: On the Configure tab, click Agents > Agents.   The Agents window appears.  On the General tab, double-click the row displaying the agent whose profile you want to modify.The Agent Details window appears. Click the Channels tab. If the SMS Channel icon is greyed out, click it to ...

What is Two-Way Texting? Can It Be Automated?

Two-Way Texting Two-way texting is when an agent is enabled to interact with a customer over an SMS channel. Two-way texting can be between an agent and a customer, or can be automated. Automated Texting Conversation between a customer and an automated response system is possible within the SmartReach platform. Just as a customer can interact with a...

How Are SMS Messages Sent and Delivered?

There are three delivery methods that are used to send and deliver a Short Message Service (SMS) text: Toll-free number Short code 10-Digit Long Code (10DLC) number Toll-Free Number Toll-free numbers are telephone numbers with a three-digit code that can be dialed with no charge to the person dialing the number. If you already have a toll-free numbe...

What Is Involved in Getting a Toll-Free Number or Shortcode?

Toll-Free Number Toll-free numbers (TFNs) allow for 3 messages to be sent per second, making them an excellent fit for a variety of SMS campaigns, including: Mass-SMS Click-to-Text SMS Bi-Directional SMS Average turnaround time for procuring a new TFN and configuring the phone number to be used within the LiveVox platform is about 5 days. Toll-free ...

What Are Best Practices for Toll-Free Number Texting?

When utilizing toll-free number SMS, there are a few "best practices" to keep in mind: Callback numbers and delivery numbers must match. If your SMS mentions a phone number for customer callbacks, your delivery number must match (the number that the SMS was sent from). Messaging should not be aggressive or threatening. As with any customer interacti...

How Does a Customer Opt-in (or Double Opt-In)?

Gathering consent from a customer is essential for automated programs (such as SMS campaigns). Consent is typically gathered via existing communication channels, such as: Agent communication IVR Web-based Keyword Double Opt-in A "double opt-in" requires that a customer take action to confirm their original opt-in. For example: if a customer signs up...

How Does SmartReach Mitigate the Risk of Being Blocked from Sending SMS?

SmartReach takes a multi-step approach to reduce risk for our customers in the SMS space. However, as in any space that deals in compliance laws or rules, we can never reach 100% risk mitigation. Individuals selling 100% risk-free SMS campaigning are not being truthful. What we are providing, and what every customer interested in using SMS in their ...

Customizing an SMS Template

This article describes how to customize the body of an SMS message intended for customers. U17 To customize an SMS template: Log in to the LiveVox Portal. On the Configure tab, click Messaging > Messages.The Messages window appears. In the Message(s) field, select the message containing the SMS message whose template you want to customize. On the...

Best Practices for SMS

When done in a compliance-friendly manner, texting is an effective way to synchronize outbound and inbound customer interactions into a single service. With the opportunity for a 98% open rate, Short Message Service (SMS) messages are an ingenious way to boost engagement, increase contact rates, and more. To optimize click through rates and achieve ...

Create, Build, and Play an SMS Campaign

A Short Message Service (SMS) campaign is a text message that is sent to a large number of contacts, to provide marketing and other important information to customers. A campaign is a focused attempt to contact a certain set of customers based on factors, such as dialing strategies, customer service goals, or regions. Campaign files contain phone nu...

Human Text Initiator (HTI) Overview

In LVP, the Human Text Initiator (HTI) is a service in which an agent, known as a Clicker Agent, manually launches a test message by clicking on a dialog box. A Clicker Agent can launch a text message at a time using a single click. If a customer replies to a text message, the SMS is routed to an agent, who can reply to customer. The HTI messaging s...